Customer Care Professional – Customer Identification
American Express - Brussels (Watermael-Boitsfort) long term contract (CDI)

Apply now

Job description


The Customer Care Professional– Customer Identification has a good understanding of the products and services for the specific area he/she works in.

He/she needs to be experienced in a usage of the customer databases and needs to have a global understanding of all product features and benefits.

He/She needs to have a broad understanding of the Know Your Customer (KYC) requirements for payment institutes.

  • Verifying the correct identity of each customer (corporation, card member, merchant) in line with the regulation around Know Your Customer (KYC).
  • Verify the information provided by customers for correctness, using external sources such as KBO, NBB, and Credit Catalyst.
  • Identify, verify, correct discrepancies between data received from our customers and information found on legal sources (e.g. KBO, NBB, Credit Catalyst, etc ..)
  • Updating our systems with the correct client identification information.
  • Contacting customers to request missing identification information or to validate the information in our systems.
  • Handling in a customer friendly way all questions from customers by phone or e-mail with regards to information requests we have sent them.
  • Handling administrative tasks with regards to the clients’ files that need to be handled.
  • Maintaining good relationships with colleagues from other teams such as sales and other customer service departments.
  • Understanding and following instructions, information and procedures required in order to perform the job.
  • Explaining details of the job to new hires to support training and on boarding process of new colleagues.
  • Perform quality review of work of peers.
  • Respecting confidentiality with regards to all customers’ data.
  • Performing ad hoc tasks : Work with other departments (e.g. Account Management, Customer Service Worldline, Compliance, etc …); Account cancellation, block certain of the customer’s products , form classification and archiving, handle incoming e-mails and post, etc …
  • Transfer not-KYC related questions / requests from clients to the appropriate department

Your profile

  • execute the tasks is a systematic way within a clear task description, with supervision of a team leader.

  • transfer own knowledge and transfer way of working in a formal and informal way.

  • answer correctly and in a structured way the most common questions from customers according to set rules and procedures. Able to correctly report on data and incidents.

  • treat others fair, respect confidentiality and approach others in an honest way.

  • Understand and organize daily priorities independently.

  • Good communication and interpersonal skills with both customers and colleagues.

      The function requires a knowledge that is at least equivalent to a secundary degree (or equivalent experience).  
  • Dutch - Experienced (written & oral)
  • French - Experienced (written & oral)
  • English - Experienced (written & oral)
  • MS Office - Experienced
  • Proprietary IT platforms
  • Job specific IT systems

What we offer

  • job in a growth environment, supported by our major shareholder: American Express
  • A friendly working environment within the financial sector.
  • An attractive remuneration package with fringe benefits.
  • An ambitious and dynamic team that invests in growth, development and expansion.
  • We place great importance on doing what is right, what is best and what is innovative.
  • A career with variety, room for ideas and initiative.